Didn'tover talkthecustomerEnthusedtone fromstart tofinishBuild rapportaround thesmart deviceScheduleda callbackRecapped the callprior toending/transferringSent anACE toa peerRemainedconversationalSharedbestpracticeswith a peerWarmTransferFollowed theproper 5-point holdprocedureProvidedclearinstructionsDispositionedthe callproperlyAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsAsked "if there'sanything else toassist with" priorto transfer/callendingLeftdetailednotesOwned theresolutionwith positivephrasingAssistedin thegroupchatDeliveredanexceptionalexperienceAssured thecustomerthat we canassistTroubleshootedthe issuebeforetransferringUsedtoolsTailored theempathystatement tothe reasonfor callingCelebratedwins with thecustomer(reassurance)MentionedtheoutboundscriptConfirmed thereason forcalling outsideof thecompassionstatementAcknowledgethe customerby their nameBrandedthe callAskedprobingquestionsDidn'tover talkthecustomerEnthusedtone fromstart tofinishBuild rapportaround thesmart deviceScheduleda callbackRecapped the callprior toending/transferringSent anACE toa peerRemainedconversationalSharedbestpracticeswith a peerWarmTransferFollowed theproper 5-point holdprocedureProvidedclearinstructionsDispositionedthe callproperlyAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsAsked "if there'sanything else toassist with" priorto transfer/callendingLeftdetailednotesOwned theresolutionwith positivephrasingAssistedin thegroupchatDeliveredanexceptionalexperienceAssured thecustomerthat we canassistTroubleshootedthe issuebeforetransferringUsedtoolsTailored theempathystatement tothe reasonfor callingCelebratedwins with thecustomer(reassurance)MentionedtheoutboundscriptConfirmed thereason forcalling outsideof thecompassionstatementAcknowledgethe customerby their nameBrandedthe callAskedprobingquestions

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
G
3
O
4
B
5
N
6
G
7
I
8
N
9
I
10
N
11
O
12
I
13
G
14
B
15
O
16
O
17
O
18
I
19
O
20
I
21
I
22
G
23
B
24
B
25
B
26
G
27
N
28
B
29
G
  1. N-Didn't over talk the customer
  2. G-Enthused tone from start to finish
  3. O-Build rapport around the smart device
  4. B-Scheduled a callback
  5. N-Recapped the call prior to ending/transferring
  6. G-Sent an ACE to a peer
  7. I-Remained conversational
  8. N-Shared best practices with a peer
  9. I-Warm Transfer
  10. N-Followed the proper 5-point hold procedure
  11. O-Provided clear instructions
  12. I-Dispositioned the call properly
  13. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  14. B-Reassured the customer with 3 power words
  15. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  16. O-Left detailed notes
  17. O-Owned the resolution with positive phrasing
  18. I-Assisted in the group chat
  19. O-Delivered an exceptional experience
  20. I-Assured the customer that we can assist
  21. I-Troubleshooted the issue before transferring
  22. G-Used tools
  23. B-Tailored the empathy statement to the reason for calling
  24. B-Celebrated wins with the customer (reassurance)
  25. B-Mentioned the outbound script
  26. G-Confirmed the reason for calling outside of the compassion statement
  27. N-Acknowledge the customer by their name
  28. B-Branded the call
  29. G-Asked probing questions